Associate Director WFM Capacity Planning

**Become a part of our caring community and help us put health first** The Associate Director of WFM Capacity Planning is responsible for leading and optimizing the long-range and short-range capacity planning functions across multiple lines of business. This role will oversee the development of staffing models, scenario planning, resource optimization strategies, and alignment of headcount with service level goals and financial targets. The ideal candidate has deep expertise in WFM planning, strategic forecasting, and cross-functional collaboration, and can influence executive decision-making through data-driven insights. The Associate Director of WFM Capacity Planning is responsible for leading the end-to-end capacity planning process, including long-term and short-term FTE modeling, volume forecasting, and workload analysis across multiple lines of business. This role translates strategic goals, demand forecasts, and budget constraints into actionable staffing plans that align with service level objectives and financial targets. The Associate Director partners closely with cross-functional teams-including Finance, Operations, HR, Recruiting, and Training-to ensure seamless alignment between headcount planning, budget cycles, and hiring timelines. They are responsible for developing and maintaining scalable staffing models that incorporate key planning variables such as average handle time (AHT), volume, shrinkage, occupancy, and utilization. This individual provides executive-level reporting and scenario modeling to support strategic decisions related to site expansion, vendor allocation, outsourcing, and automation. Additionally, the Associate Director collaborates with Real-Time Management, Scheduling, and Forecasting teams to ensure consistent and coordinated execution of workforce strategies. They design and monitor KPIs that measure planning accuracy, staffing efficiency, and overall operational performance. A critical part of the role is leading and developing a team of analysts and planners, fostering a high-performing and growth-oriented environment. The Associate Director is also charged with continuously improving capacity planning processes by incorporating industry best practices, enhancing planning tools, and automating manual workflows. As a subject matter expert, they represent WFM capacity planning during business reviews, audits, and cross-functional initiatives. **Use your skills to make an impact** **Required Qualifications** + Bachelor's degree in Business, Mathematics, Operations Research, Statistics, or a related field; Master's degree preferred. + 10+ years of experience in Workforce Management, with at least 6 years in a leadership role focused on capacity or resource planning. + Strong analytical and quantitative skills, with expertise in Excel, SQL, and WFM tools (e.g., Verint, NICE, Genesys, Aspect). + Experience with statistical forecasting models and scenario planning. + Proven ability to influence and communicate effectively across all levels of the organization, including senior executives. + Demonstrated success in leading cross-functional initiatives and driving operational efficiencies. + Experience in large-scale contact centers, healthcare operations, BPO environments, or similar high-volume settings preferred. **Preferred Qualifications** + Familiarity with predictive analytics, AI/ML tools, and financial modeling. + Strong project management skills with the ability to manage competing priorities. + Ability to thrive in a fast-paced, dynamic environment with a focus on continuous improvement and innovation. **Additional Information:** As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. **Work at home requirements:** To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. **SSN Alert:** Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana's secure website. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. **Scheduled Weekly Hours** 40 **Pay Range** The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $138,900 - $191,000 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. **Description of Benefits** Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 08-14-2025 **About us** About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence. About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one. ​ **Equal Opportunity Employer** It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options